returns policy

Cancellation and Returns

We aim to ship within 2 working days of an order being placed and payment confirmation being received.  Should you wish to cancel an order after payment has been accepted and before it has been dispatched, please contact Bianca Lorenne via email at admin@biancalorenne.co.nz or by phone 0800 242 567.   Any processing costs associated with your order may be deducted from your refund.  Once an order has been dispatched, it cannot be cancelled and will be treated as a return should you not wish to keep the products.

Bianca Lorenne reserves the right to cancel any order at any time without notification.

Returns

We are unable to offer refunds or credits on sale items, unless the product is deemed faulty in which case please read the “Faulty Items” section.  We offer a free fabric swatch service for up to three samples so please utilise this service if this would help you make your purchase.  Please measure your bed carefully to ensure you are purchasing the correct size. This is most important when ordering bedspreads as beds vary due to different heights and deep mattresses.

If you wish to return any full priced products to us this must be done within 7 days of receiving the goods. Please carefully package the items and enclose your original invoice with your order.

You then need to complete the returns form on our website. Go to ‘order status’ and ‘view your order’, select the items you wish to return and select ‘return products’. You will then be required to select the reason for return, enter the verification code and click ‘continue’.

You will be able to track the progress of your returns by selecting ‘My Account’ and then ‘View your return requests’.

We recommend you obtain a certificate of postage and insure your parcel as we cannot accept responsibility for parcels damaged or lost in transit. Please return to:

Bianca Lorenne Ltd

Unit 9/477A Devon Street East

New Plymouth 4310

We must ask you to ensure that the returned items are unused, unaltered, unwashed and in their original packaging. For hygiene reasons we do not accept returns on any silk products, bed linen or personalised items.

We will be happy to exchange the items for a replacement. Items returned after 7 days will not be entitled to a replacement or exchange. We are not able to refund any delivery costs.

We will process all returns as soon as we can, but it may take up to 10 working days to complete.  We will email you once the return has been processed.

We love customer feedback, so to help us in developing our products and brand, we would love to know why the items were not suitable for you.  There is space on the returns form for this.

Change of Mind

In accordance with the New Zealand Consumer Law we are not required to provide a refund for a change of mind, however, we are happy to provide an exchange or credit on all items purchased at full retail should you change your mind within 7 days of the original purchase.  We offer a free fabric swatch service for up to three samples so please utilise this service if this would help you make your purchase.  There are no returns or refunds on sale items.

Please see our “returns” section.

Personalised Items

We are not able to accept cancellations or returns on personalised items which have been made or cut specifically for you. We are only able to offer a credit if the item is faulty.

If you have any queries or want to discuss your wishes before placing an order for a personalised item, please don’t hesitate to give us a call and we will be happy to help.

Faulty Items

We vigilantly inspect every individual item that leaves our warehouse and pride ourselves on our exceptional quality, so we are always disappointed on the very rare occasions that you have received a faulty product.  If you have identified the fault within 7 days of the receipt of goods, then you can return the item under our normal return procedure for exchange.  If we cannot exchange the item for the same product then we will arrange a refund, replacement or offer an alternative. Our stylists would be happy to help you with your choice.   Please tell us of the fault so we can ensure that other items are not affected.

Follow our “How to return something” to return the items. 

If a fault develops outside of the 7 day return period,  contact us on 0800 242 567 or by email at admin@biancalorenne.co.nz before you return the item so we can discuss the fault with you and the best way to deal with this.

We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods.  We will assess the goods when they are received to determine if they are faulty.  We will not cover shipping costs or provide a refund for items which are damaged due to mistreatment or normal wear and tear.

Upon receiving the item, if deemed faulty we will send you a replacement in the same colour and size.  In the event that the particular item has sold out and cannot be replaced, a full refund will be issued on the original purchase price.  Alternatively, you may choose to exchange the sold out item for another product with the difference in price to either be credited or charged accordingly.

Refunds will only be made to the original purchaser using the method that was used for the original purchase.

Please take extra care to read our Product Care page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

Many of Bianca Lorenne’s products are manufactured using natural fibres and handcrafted techniques.  Any irregularities that you may find are part of their unique hand crafted character.